POOR SERVICE

i took out a cellphone contract at CELLC GAME CITY on the 12/08/2015 i took the Galaxy Grand Neo on A TOP UP. 4 hours later i discovered that the speaker was not working. i returned the phone the next day and was told that it will be sent for repairs. which i agreed upon even though i havent had the phone for more than 24 hours. On the 20/08/2015 i contacted customer care and was notified that the phone was sent to the store on the 18/08/2015. I feel that theres no sense of urgency from the store as they were meant to contact me and not me contacting customer care to find out about my device so thats purely negligance, Upon my investigation i discovered that my phone was not repaired becouse of some OBF policy becouse my phone had a scratch but when i sent my device in the consultant did not pick up that the phone had scratches AGAIN NEGLEGANCE. I have waited 7 days for my device which i havent spent 24 hours with. So as a customer how do i win as a customer becouse i have to suffer due to factory and consultants negligance. All i ask for is my new Phone ASAP or terminate my contract with cellc with immediate effect.